When answering this question, it's important to highlight your ability to handle challenging situations with customers in a calm and professional manner. Here's an example of how you could answer this question:
"In my previous role as a pharmacy technician, I encountered a difficult customer who was upset about a prescription that had not been filled correctly. The customer was yelling and using profanity, which made the situation challenging. However, I remained calm and listened carefully to the customer's concerns.
After hearing the customer's issue, I apologized for any inconvenience caused and assured them that I would work to resolve the problem as quickly as possible. I then took the time to review the prescription and confirmed that there had been an error on our end. I explained the issue to the customer and provided a solution that would allow us to correct the mistake and fill the prescription correctly.
Throughout the interaction, I made sure to maintain a professional and respectful demeanor, even when the customer was being difficult. I also followed up with the customer after the situation had been resolved to ensure they were satisfied with the outcome.
Ultimately, my ability to remain calm, listen actively, and provide a solution that addressed the customer's concerns allowed me to effectively resolve the situation and maintain a positive relationship with the customer."